Sendy Robles
Aurora,IL
Summary
Dedicated financial professional knowledgeable about collections and credit processes. Consistently reaches out to customers in default to discuss status, choices and repayment options. Adept at collaborating with borrowers and bank representatives to find mutually beneficial solutions. Detail-oriented administrative team member well-versed in data entry, customer relations, and recordkeeping. Familiar with accounts receivable and collections operations. Excellent multitasking and problem-solving abilities.
Overview
10
10
years of professional experience
Work History
Collections counselor
Dovenmuehle mortgage
06.2017 - 11.2023
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Inputted information from customer calls into the company's system
- Met demands of busy collections group by performing high volume of daily calls
- Reviewed accounts to determine payment plan compliance
- Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals
- Overcame objections by applying advanced training and persuasion techniques
- Arranged for debt repayment and established repayment schedule based on customer finances
- Structured manageable repayment plans with delinquent borrowers of commercial, mixed use, multifamily and home equity loans
- Notified customers of delinquent accounts with attempt to collect outstanding amounts
- Recorded information about customers' financial status and collections status efforts
- Recorded and updated customer personal accounts with accurate contact information.
Shift supervisor
PLS financial servicing
01.2016 - 05.2017
- Maintaining exemplary customer service within the store and establishing special business relationships with our customers
- Assisting the Store Manager in implementing strategies to help meet store goals and objectives
- Assisting the Store Manager with recruiting, developing, and motivating store employees
- Ensuring compliance with federal, state, and local regulations
- Establishing a strong customer service/selling culture to maximize sales
- Working as a Customer Service Representative and supervising CSR activities in the absence of the Store Manager
- Marketing within the community to increase market share and store revenues
- Resolving customer complaints for increased customer satisfaction.
Temp/ logistic customer service rep
Accurate personnel
09.2015 - 01.2016
- Reviewed new customer orders and requests and manually entered data into a centralized database
- Manually created shipments, assigned carriers and dispatched shipments
- Completed and followed up on all registration and traffic documents
- Forwarded client-related quality and service issues to the appropriate manager for resolution.
- Provided excellent customer service by addressing inquiries about product availability and shipment status promptly.
- Checked packages and merchandise for damage and notified vendors.
- Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
Case management
Protocol government solutions
03.2015 - 09.2015
- Effectively managed a high-volume of inbound and outbound customer calls
- Answered a constant flow of customer calls with up to 4 calls in queue per minute
- Addressed and resolved customer product complaints empathetically and professionally
- Gathered and verified all required customer information for tracking purposes
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched and resolved customer service issues.
Temp/warehouse worker
Accurate personnel
11.2014 - 02.2015
- Selected products for specific routes according to pick sheets
- Oversaw special orders and after-hours, urgent shipping jobs
- Worked at a rapid pace to meet tight deadlines.
Telemarketer/ CSR
Allstate
04.2014 - 04.2014
- Confer with customers by telephone or in person to provide information about products, services, and obtain details of complaints
- Keep records of customer interactions or transactions
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Deliver prepared sales talks to persuade potential customers to purchase a product
- Solicit sales of new or additional services or products.
Education
GED -
Waubonsee Community College
12.2012
Skills
Data Entry
Problem Resolution
Call center experience
Computer Proficiency
Professional telephone demeanor
Packaging and Labeling
Organization
High-volume call centers
Timeline
Collections counselor
Dovenmuehle mortgage
06.2017 - 11.2023
Shift supervisor
PLS financial servicing
01.2016 - 05.2017
Temp/ logistic customer service rep
Accurate personnel
09.2015 - 01.2016
Case management
Protocol government solutions
03.2015 - 09.2015
Temp/warehouse worker
Accurate personnel
11.2014 - 02.2015
Telemarketer/ CSR
Allstate
04.2014 - 04.2014
GED -
Waubonsee Community College
Similar Profiles
DARRYL VAUGHANDARRYL VAUGHAN
Account Specialist - Loss Mitigation at Dovenmuehle MortgageAccount Specialist - Loss Mitigation at Dovenmuehle Mortgage
Kristy McCoyKristy McCoy
Payment Processing Representative at Dovenmuehle MortgagePayment Processing Representative at Dovenmuehle Mortgage
Kelly ForbesKelly Forbes
Special Loans Administration at Dovenmuehle MortgageSpecial Loans Administration at Dovenmuehle Mortgage